Client Success Manager
Own the client relationship for your accounts — the trusted commercial partner across their whole journey with the company.
Team: Client Success · Reports to: Head of Client Success · Location: Remote (with US travel) · Full-time
The role
As a Client Success Manager, you own the relationship with a portfolio of clients — from kickoff, through implementation, and into the support phase, for as long as they’re with us. You’re their trusted point of contact and their commercial partner: the person who makes sure they’re happy, they stay, and they grow with the company.
This is a relationship-first, commercially accountable role. You build genuine trust with clients, you own the contract and the account, and you’re the early-warning system inside the company when something isn’t right. You’ll work closely with our Deployment and Support teams on your clients’ behalf, and you’ll travel to client sites in the US when being there in person matters. You report to the Head of Client Success.
What you’ll own
Own the relationship for your accounts. You’re the face of the company to your clients across every phase — kickoff, implementation, and support. You build genuine, durable relationships through regular communication, business reviews, and on-site visits, and you’re their single, reliable point of contact.
Own the commercial relationship. You own the contract and the commercial side of your accounts — renewals and retention are yours, and you identify and drive upsell, especially our automation products (underwriting, funding, and more). You carry a retention and expansion target for your portfolio.
Run the handoff from Sales and the kickoff. When a new client signs and is assigned to you, you pick up the relationship immediately — hold the early meetings, gather initial requirements and data, and keep the client engaged and confident while we stand up their deployment team. Once that team is ready, you bring them in to kick off the implementation.
Be the early-warning system on client happiness. You keep a constant read on how your clients feel — NPS, what’s working, what’s frustrating them. The moment something’s off, you sound the alarm internally, understand exactly why, and pull in the right people fast to turn it around. Nothing about your clients’ sentiment slips.
Coordinate across teams on your clients’ behalf. You’re your clients’ advocate inside the company. You work with Deployment and Support to get them what they need, and you channel their feedback to the product team.
Travel to be on-site when it counts. You’re willing and able to travel to client sites in the US — for kickoffs, key milestones, business reviews, or whenever being there in person moves the relationship forward.
How success is measured
You own the health and growth of your portfolio. Concretely:
Metric | What it measures | Goal |
|---|---|---|
Net Promoter Score (NPS) | How your clients rate the company (quarterly survey) | Increase ↑ |
Retention rate | % of your accounts (and revenue) retained | Increase ↑ |
Expansion revenue | Upsell and cross-sell in your accounts — especially automation products | Grow ↑ |
Reference / referral rate | % of your clients who’ll vouch for the company (references, testimonial videos) | Increase ↑ |
Together, retention and expansion across your accounts are your contribution to net revenue retention — the clearest signal your clients are healthy and growing.
What we’re looking for
Exceptional with clients. You’re a natural relationship-builder — warm, credible, and genuinely good at earning trust and keeping clients happy. This is the heart of the role.
Excellent English. Near-native, professional spoken and written English — you’ll be in constant contact with US clients, including their executives.
Able to travel to the US. Willing and able to travel to the US for on-site client visits as needed, with valid US travel authorization (or the ability to obtain it).
Commercial instincts. You’re comfortable owning contracts, renewals, and upsell conversations, and you can carry and hit retention and expansion numbers.
Client-facing experience. Typically 3+ years in client success, account management, or another client-facing commercial role — ideally in B2B SaaS, fintech, or enterprise software.
Proactive and organized. You stay on top of a portfolio of accounts, get ahead of problems, and use good judgment on when and how to escalate.
Calm under pressure, driven to resolve. When a client is frustrated, you stay composed, empathetic, and focused on getting to a clear solution.
Domain experience, a plus. Lending, financial services, or experience working with banks and credit unions is a plus.
What’s out of scope
Running the implementation. Getting your clients live is the Deployment teams’ job. You own the relationship through it and hold the commercial line, but you don’t run the rollout or manage the project.
Technical support. On-call and technical support is the Support team. You own the relationship and the escalations, not the support queue.
Net-new sales. Sourcing and closing brand-new clients sits with GTM. You grow and keep the accounts assigned to you.
Why this role matters
Our clients’ relationship with the company runs through you. Deployment builds their product and Support keeps it running — but you’re the reason they trust us, stay with us, and grow with us. As the company scales, great Client Success Managers are how we keep every client feeling like our most important one.